Customer Experience Assistant Manager

Brilliant Earth - Customer Experience Assistant Manager - Southlake, TX

Position Overview:

The Assistant Manager for our Southlake, TX location will build, lead and mentor a team of dedicated Concierges, Customer Experience Assistants, and Jewelry Consultants responsible for delivering exceptional service to Brilliant Earth customers. The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry customers. As the team’s manager, you will foster an environment of partnership & positivity, bias toward action, and commitment to the customer. The Assistant Manager assists in leading the team to achieve and exceed sales and customer experience goals, directly impacting the growth of the company and the individual team members. We are searching for a motivated and dedicated team leader to drive success. 

The ideal candidate will be able to work a schedule that includes weekend days. This role is in person at our Southlake, TX Showroom location.

Key Responsibilities: 

• Assist in the recruitment and management of a Customer Experience team in a fast-paced environment, focused on achieving sales targets, team KPIs, and providing a luxury experience to all customers.  
• Maintain an efficient and highly functional showroom and office, ensuring that the team is meeting a high standard of customer service. 
• Create memorable and personalized experiences for Brilliant Earth customers by guiding customers through purchasing decisions, such as diamond options and custom designs. 
• Respond to customer inquiries over phone, email and live chat, and ensure that high standards are upheld by the team. 
• Conduct in-person customer appointments to present jewelry in our private showroom, creating a truly personalized experience in a luxury goods environment. 
• Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.  
• Problem-solve customer experience escalations, in partnership with operations and customer care, ensuring the best possible experience for all customers. 
• Partner with Workforce Operations Analysts to create and maintain a team schedule to provide coverage for all necessary duties and appointments. 
• Maintain a luxury environment in the showroom and uphold visual merchandising standards, including planogram maintenance and updates, seasonal roll-outs, decor and signage maintenance and regular visual merchandising reviews. 
• Collaborate across departments, including operations, merchandising, retail operations, marketing, HR and customer care. 

Specific qualifications: 

• Must have experience managing people in retail or direct-to-consumer sales, store leadership or keyholder experience a plus 
• Must demonstrate a proven track record of recruiting and growing high-performing and accountable teams  
• BA degree or equivalent preferred 
• A true passion for helping people and creating positive customer service experiences 
• Highly organized with focus on execution, problem-solving, and improving processes 
• Motivated self-starter with high efficiency work style, while maintaining attention to detail 
• Excellent written and verbal communication 
• Ability to think critically and adapt quickly in a flexible environment 
• Exceptional time management skills and accountability 
• Team player with the ability to work collaboratively to achieve business goals 
• Robust CRM software experience  
• Entrepreneurial spirit / self-starter 
• Understanding and acceptance of diversity, equity, inclusion and workplace belonging concepts  
• Interest in socially and environmentally responsible organizations and products 

What We Offer 

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:  

• Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month! 
• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match. 
• Paid Time Off. We know it is important to recharge and relax- you’ll accrue 3 weeks of PTO in your first year.
• Sales Incentive Programs. Quarterly bonuses for achieving sales targets.
• Disability and Life insurance. 100% employer-paid. 
• Pre-Tax Commuter Benefits. 
• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.  
• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry. 
• Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling. 
• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.  

How to Apply & What to Expect  

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. 

You’ll receive an email when we’ve received your application, and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and a video interview with Customer Experience leaders!

More About Us

At Brilliant Earth, our mission is to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. We believe in creating jewelry you can feel good about wearing, without ever compromising between quality and conscience. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. As one of the fastest growing e-commerce jewelers in the world, we're searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at accommodations@brilliantearth.com.